Email error password not accepted

[Mikey_Calla]

Hi,

Unable to access my virgin.net email. Says email error when retyped password

Tried resetting via virginmedia website. Wont accept any new password.

I've had this email address for over 20 years noe.

Very frustrating, can only think I've been hacked.

Mike

[Graham_A]

@Mikey_Calla When you first got the virgin.net email address 20+ years ago I suspect it was a dial up account that you accessed via a chargeable phone number.

That access route was turned off some years ago and to continue accessing the email account it should have been moved to a VM broadband account.

If that didn't happen then the email address is likely to be in the 'orphaned' category making it liable to deletion without further notice at any time.  So your email address may not have been hacked, rather it could be in the process of being deleted.

The VM Forum Team should be able to advise further when they reach this thread.

Edited to add: there appears to be a bug in the password reset process whereby passwords are rejected even though they have actually been accepted. Have you tried accessing the email account with the new password that appears to have been rejected?

[Mikey_Calla]

Hi,

Thanks for the response and yes it was with dial up originally.

I've had no emails from virgin telling me that they are suspending my service. If I had I would have started migrating.

I have tried another email client with the last password I tried to enter but didnt work either.

Thanks for your support, it is very much appreciated.

Mike

[Alex_RM]

Hi Mikey_Calla,

Thanks for posting and welcome to our community 🙂

I'm sorry to hear you're having some issues with your email, as Graham_A has advised if this is linked to an old account it could be orphaned. 

Are you able to check here to see if the email address is still active?

Alex_Rm

[Mikey_Calla]

Hi Alex,

I've entered the email address at the link and it says it is a viable email address.

I just don't understand why this would happen unless it has been hacked and my password has been changed. I've got everything from gig tickets to red letter days vouchers that I'm worried I wont be able to access. Why doesn't VM's website allow you to change the password?

If the email is being orphaned then surely I should have at least a notice period.

Mike

[Megan_L]

Hi Mikey_Calla,

Thanks for coming back to us about this frustrating Email issue, I am sorry about the situation, I understand how important our emails can be nowadays. 

Unfortunately, if it's due to being an orphaned account we wouldn't be able to send out notification of pre-deletion as it's orphaned/is not connected to an account.

However, it may not actually be a case of an orphaned email address. As Graham_A alluded to, could you please try using the password you created (That got rejected) to login to see if this works?

If not, let us know and we will continue to help.

Thanks,

Megan_L

[Mikey_Calla · Accepted solution]

Hi There,

Yes I had already tried that and it doesn't work.

Interestingly, if you send an email to my account it doesn't bounce back as undelivered. This leads me to believe that the email is active and I just need to reset the password. Still think it might have been hacked.

[Mikey_Calla]

Hi Megan,

I've just gone through the My Virgin Media reset password page and updated my password again. Even though it rejected my password I have just successfully got my emails back. How weird?

Thanks every one for you help, it is much appreciated. I think I will start the migration process though just in case.

Mike

[Paulina_Z]

Hi @Mikey_Calla,

Thank you for coming back to us and for updating us on this situation. Glad to hear that you've been able to access your emails again!

If your mailbox is not attached to an active Virgin Media account, we would advise you carry on with the migration process to ensure you're not in this situation again.

We're here if you need any further help or support. 

Thank you.